RSK Group are looking for an IT Service Desk Assistant to join the Group IT Department on a full time basis working 40 hours per week at our office in Helsby, Cheshire.
The IT Service Desk Assistant will manage incoming IT-related telephone calls, ensuring issues are logged, categorised, and escalated appropriately while delivering excellent customer service.
Key Responsibilities:
* Serve as the primary point of contact for users, managing and prioritising telephone calls effectively.
* Accurately log, categorise, and prioritise tickets on the IT Service Desk system.
* Assist with common queries such as password resets and answering basic queries.
* Escalate/expedite tickets to 2nd or 3rd line support teams, ensuring all relevant information is captured.
* Meet targets for call handling, resolution time, and customer satisfaction as set by the IT Service Desk Manager.
Person Specification:
* Strong verbal communication skills and a professional, customer-oriented phone manner.
* Basic understanding of IT or a desire to learn new skills.
* Strong interpersonal skills and the ability to work well in a team environment.
* Ability to handle multiple incoming calls and prioritise tasks efficiently.
* Experience working with an IT Service Management system (e.g., ServiceNow, Jira, Managed Engine) (desirable).
* Prior experience in a customer facing role, preferably within an IT or technical support environment (desirable).
* Experience using Microsoft applications (desirable).
Salary and Benefits:
* Salary £25,396
* Company pension scheme
* Life Assurance
* A flexible benefits programme including the option to buy and sell holidays, health cash plan, and discounted gym memberships
* Regular training and ongoing career development
RSK Group is an Equal Opportunities Employer
#IT #rskfamily
RSK will not accept unsolicited CVs from agencies other than RSK PSL or Secondary agencies.